Inbound

Everything You Need to Amaze Your Customers

Customers want it to be easy to do business with you. Deliver easy and fast customer service by phone, e-mail, SMS, IM or over the Web.

Start Fresh: A customer service software made just for you

Here’s everything you need for a better customer service and happy service agents

Easily build and quickly implement a new, fully-featured, customer service center that is specifically tailored for your needs. calltime is a customer service software designed for companies that want to create customer relationships that are more meaningful, personal, and productive. Our customer service software helps thousands of companies of every size, decrease time-to-market, and reduce customer service costs while increasing customer satisfaction. Companies must be accessible and responsive through multiple channels, including a website, social media, mobile, stores and call centers.

From the contact center to web customer service, social media and beyond, we are changing the game in customer service. Your customers are not just calling anymore. They are emailing. They are chatting. They are posting in social media. With our customer service software, you can support all these channels from a single user interface. Sleek and intuitive, the calltime customer service software furnishes you with full insight into your customer’s journey on all channels. Easy to use. Awesomely powerful.

Delivering great customer service has never been easier

86% of your customers will pay more for a great customer experience

Connect more deeply with your customers, innovate and distinguish yourself from competitors with our customer service software. Our customer service software easily integrate into business application, and helps agents work together to respond quickly and deliver joined-up customer service. With integrated knowledge they’ll always be giving customers the right answer – that will make your staff more productive, and your business more profitable. Customer service software has never been this user friendly, or more cost-effective.

Customers interact with your business through multiple touch points like the contact center, back office, branch office, outsourced operations, and perhaps retail stores. When these organizations are designed to work separately, chances are that the customer experience will be broken. This means customers have to wait too long for someone to respond. They may also need to make multiple attempts to get to the right employee or have to repeat information. Imagine a customer service software solution that focuses on the potential to act as one group, even though it may be spread across multiple locations and using different technology. We can show you how to gain economies of scale, migrate to a simplified infrastructure for customer service software, and offer consistency across your entire customer service chain.

Customer service software for a productive customer service

Lower handle times, abandon rates, and telco costs

Add More: Increase the potential of your customer service center. With our customer service software, you easily add new capabilities, such as proactive alerts and notifications, virtual queuing that eliminate hold time, feedback management, or temporarily increase the capacity of your customer service software. No fixed costs or long deployment cycles. Simply pay for what you use. Our customer service software helps organisations to show customers that they value their time and are dedicated to true customer service.

Wouldn’t it be great if you could put your most valuable customers to the head of the queue or route them to your most experienced staff? Or if customers could schedule a callback? Our customer service software comes with best-in-class capabilities, delivered with simplicity to foster personalized customer service. Customers are thrilled every time they use it. Our customer service software is helping businesses and consumers come together. A powerful customer service software solution that allows virtual queuing, anywhere.

[Extraordinary Inbound Customer Care]

37%

Increase first call resolution (FCR)

34%

Reduce average handling time (AHT)

41%

Boost agent productivity

Inbound Contact

There are many channels a customer can choose from to communicate with a company today, not least via the phone, email, SMS, web chat and social networks. Traditional Call Center products were built based on an evolution of channel support, starting out with Automatic Call Distribution, (ACD), evolving to include email and SMS, and then through customer demand, quite literally an explosion of other channels.

Being able to provide a consistent, high quality level of support can be challenging, if not supported with the right tools and experience baked right into the product to make managing many channels at once, simply effortless. In fact, it gets even more complicated reflecting on social channels in particular; it’s not like managing ‘traditional’ channels, the roles are reversed in that social channel support is all about managing by exception whereas voice, emails, SMS, fax, even voicemail are all serially ‘treated’ channels. Social channels are anything but, relying entirely on a whole new set of capabilities such as handling ‘sentiment’, queuing completely unstructured and mixed sales, service and marketing contact, and ‘allowing’ for treatment of ‘some’ contact by customers themselves.

calltime’s single platform multi-channel inbound solution of course incorporates an advanced and efficient ACD solution, but it also affords businesses extraordinary support for all other inbound channels. Agents have a ‘tab’ for each inbound channel that’s intelligent and ‘on-demand’ access is entirely productivity designed. The agent’s workspace provides endless support guidance when handling any interaction, with infinite access to information from any data source within an enterprise being available at their fingertips. Workflow screen scripts promote exceptional quality and limitless possibilities in terms of ‘learning’ and capturing so much information directly from customers.

From a customer perspective inbound contact is initially all about fast, efficient and effortless connection, but then once connected, it’s about relevant and accurate support, and exceptional experiences that ensures the customer forgets why they got in touch, instead just remembering how great the agent made them feel.

Automatic Call Distribution (ACD)

Intelligent distribution of calls is something that calltime has been re-inventing for many years, refining and perfecting to ensure the optimum solution to connect customer and agent. Of course there’s a built in concierge capability, affording customers the ability to simply ‘opt’ to have their place in the queue held for them, “no more waiting on hold”. Skills based routing is also intuitive to set up and available across ALL inbound channels, including social.

Inbound is ‘blended’ to maximise agent productivity entirely ‘how you want it’ reflecting on SLA’s and connect rates in balance. Tune it to your preference, and then tune it further to truly realise an inbound KPI smashing strategy, leaving your customers impressed and ensuring the respect of peers and an impressed management team.

Interactive Voice Response (IVR)

OK, so the calltime IVR is where things really get interesting. Simply put, whatever you can ‘think of’ in terms of exceptionally ‘advanced’ routing, you can implement. Route to your top performers based on an abstracted database query of positive dispositions against a timeline and on a particular campaign? – no problem.

Use client side or web service scripts to make incredibly accurate and clever decisions, flatten the IVR to be empathetic to customers, connect customers to the last agent they spoke to, use it as part of a robot dialling campaign, offer ‘in-queuing’ time sensitive and campaign relevant upsell options or simply take care of your VIPs. The possibilities literally are limitless in terms of routing, so efficiently, effectively and empathetically that customers will actually want to use the IVR.

Key Features

[The Features You Will Love]Here are the most inspired and useful features of the most versatile contact center software available today

”Inbound″

Intelligent Routing. Universal queue for voice, email, chat, social media and more. Our skills-based quickly matches callers in your queue to the agents who can best help them. That means efficient call resolution, happy customers and money saved.

Flatten Peaks in Call Volume. Automatically call back customers who don’t want to wait when your agents are available, increasing agent productivity during less-busy times by offering customers a callback option.

Repeat callers. Repeat callers are put to the head of the queue and delivered, along with their call history, to the last agent they had contact with when it’s possible.

Collaborate in real time. Agents can communicate with ease using instant messaging and our built-in chat feature. Your agents can collaborate, share insights, or get input from supervisors instantly.

Drag-and-drop interface. Make adjustments in a snap and incorporate intelligent routing based on customer information into your call flows. Leverage our collection of optimized IVR templates based on best practices.

Call Recording. Improve performances and the quality by monitoring and evaluating agent interactions.

Mobile Live Connect. Contextual customer data takes the concept of effortless interactions to the next level. With our Mobile, customers can simply connect directly to an agent, who receives session information, customer history, preferences, location, and other contextual information for quick resolution.

Dashboards and Reports. Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop..

Time Zone & Do Not Call List. Auto-time zone adjustments allowed call time frame and based on the area code of the number you are dialing, to auto-adjust the time frame. better yet, 100% Do-Not-Call list Protection.

Call-back and Appointment Setting. Access to sophisticated calling features. Agents can schedule agent-specific or general call-backs or manage appointment setting. For general call-backs, our exclusive call engine automatically choose the best time to call back to increase your contact rate.

Email Management. calltime interpret the content of messages and route to best skilled agent and offer a complete view of all previous email threads and all other channel interactions. So you can organize, assign, queue, and prioritize email inquiries.

Standard Response Library. Empowers agents with the right answers, delivering consistency no matter what channels. Helps agents respond to new or unique issues by automatically suggesting possible answers based on the content of each customer inquiry.

Intelligent routing according to business rules. Efficiently manages incoming e-mail and Web form flow by automatically assigning inquiries to appropriate agents based on content, time, customer type, and even emotional level.

Escalation rules. Notifies managers and triggers follow-up to help meet response commitments or provide special handling of priority customers.

Proactive Chat. Through its extensive intelligence capabilities that examine customer behavior, customer data, and even web analytics, calltime will proactively offer for immediate connection with a live person and deliver the right chat invitation to the right customer at the right time.

Video Chat. As business strive to bring the in-store experience to online customers, more and more companies embrace video chat as the ultimate type of engagement for high-value customers and transactions. There is nothing more engaging than a face-to-face conversation—even beyond that of the typical in-store experience!

Targeted Offers. By delivering personalized messages and offers anywhere on your site, calltime enables you to create highly personalized experiences that have proven to drive remarkable results for leading global brands

Channel Pivoting. Channel pivoting from chat to email, social, or voice for a seamless cross-channel experience

Live video chat with e-shoppers. Offer face-to-face customer service on your website. Help your customers buy with confidence. Face to face selling decrease average handle time and signyficantly improve sales.

Web Call Back. When a website visitor submits a form, including a telephone number, the calltime APIs automatically populate that number in a list within the calltime dialer for an immediate call back to the visitor and a live conversation with an agent. Improve productivity and increase sales be translating website visits directly to live conversations.

Co-browsing. Redirect your visitors to the right web page.

Transfer chats. Send live chat to any other agent online for escalation.

Targeting. With TheWave, choose where in your site funnel you want to target visitors. Target the customers who are ready to check out, or any visitor segmentation based on your CRM inputs, cart, visitor registration…. and more.

Multi-website. Agents simultaneously present on several web sites with a single interface.

Results You Can See. 20% increases in conversions, 35% increases average order values, 80% reductions in handling costs. For both sales and service applications, meaningful connections are created by personalized, human interactions, and are delivered at a fraction of the cost phone or email contact while dramatically improving agent productivity.

”Mobile″

Contextual Engagement. As customers interact with a company’s mobile application or website prior to initiating a call, a rich set of user data, including phone number, login, recent browsing history and location, is captured and associated with the call to enable intelligent routing to the right contact center specialist, who is presented with this detailed information-the apps become the omni-channel link to the customer. Personal, relevant, context-aware and direct.

Across Channels. Customers can switch between applications, channels and communication modes consistently without loss of context. A user can dial an 800 number, bypass an IVR via an alert sent to the user’s smartphone, then engage in a live video session with an agent, all without the need to repeat information.

Visual IVR. Instead of traditional voice-driven automated service, customers can opt for IVR menus to be displayed visually within mobile and web applications, without listening to endless menus and struggling with voice recognition! Visual IVR, whether it’s through a website or mobile app, is a great way to eliminate one of the top reasons people dislike the call center experience.

No Wait on Hold. Rather than wait on hold, a customer can click within a company’s mobile or web application to request a return call from an agent. Call state information: agent wait times, queue position and other contact center data can be pushed to the customer’s smartphone, tablet or desktop computer. So they can with one tap on their smartphone request a call-back and avoid hold time.

Proactive Service Notification. Can be used to notify customers about account information or present personalized offers, e.g. a bill is due, an item has shipped, etc.

Sentiment Feedback. Allows you to tap into the Voice of the Customer by capturing real-time data and feedback at the conclusion of an interaction.

Broad Data Sources. calltime retrieves and processes posts from a wide variety of sources including Twitter, Facebook, YouTube, and Blogs. It also enables agents to engage directly with fan page followers through LinkedIn, Facebook and Google+ fan pages

Agent Assistance Tools. calltime provides a suite of tools designed to increase the efficiency of contact center agents. Pre-approved responses for commonly asked questions can be provided to agents and business rules can trigger “Next Best Actions” to guide responses.

Rules Engine. The rules engine automatically tags posts based on priorities that you define. Posts can then be routed to agents or agent groups based on things like agent skillset or physical location. The rules engine helps to improve customer care by directing issues and questions to an agent who can provide the best possible support.

CRM Integration. calltime offers pre-packaged integration with Salesforce Service Cloud. calltime can retrieve information from a company’s proprietary CRM system to determine customer importance and enable responses to be prioritized based on customer value.

Analytics & Reporting. calltime offers the most advanced contact center reporting for social customer care. It provides over 25 out-of-the-box reports with the most popular metrics for adhering to service level agreements and offering brand insights.

Agent Coaching & Performance. Observe, coach and instruct your agents with a built-in real-time supervisory display. You can filter by workgroup and get instant data on performance including major SLA and KPI data.

Social Early Warning. calltime also provides a social early warning system, which allows agents to see immediate sentiment feedback from surveys presented to users through web and mobile applications. Agents can then respond to negative feedback immediately before complaints are posted publically and go viral on social channels.

Social Customer Service. Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.

Social Media Monitoring. A single view to get in real-time an overview of your customer activity on social media.

Social Media Engagement. Interact with your customers on social media with a seamless cross-channel customer experience.

Social Media Management. Social Media Manager efficiently and automatically processes the social media interactions.

Identify influencers. Respond faster and more appropriately with a full view of customer activity and insights on social media.

Leverage facebook. Get the list of your facebook customer’s friends by email, SMS or during a Live chat.

Social Media to Website. Identify the visitors coming from your customers social circles and welcome them with amazing personal video chat.

Knowledge. Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.

Unified workspace. Optimize your company´s workflow by eliminating the redundant action of opening and searching through multiple systems with the customer on the phone.

Customize automation rules. Define automation rules when an event happens. Automatically create new tickets when agents receive a new call, when a voicemail is received and when a call is missed.

Train and evaluate agents. Ensure a positive customer experience and train your agents quickly by dropping in on live calls, listening to recorded calls and engaging in call conferencing when necessary.

Consolidated customer data. All of your interactions in one unified agent experience. Create and track. Route and escalate. Fully integrated with your company’s crm and back-office apps. Your agents will know more, work faster, and work smarter. Across all channels. All the time.

Support Flexible Staffing. Because calltime’s virtual call center solution is based in the cloud, all your agents need is a computer and an internet connection. They can work anywhere, anytime so you can be much more flexible and responsive to changes in demand. This means better response times when you’re busy and lower costs when you’re not.

Dashboards and Reports. Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop.

Visual Workflow. Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.

Make intelligent business decisions. Historical reports based on advanced charting and data transformation capabilities are presented in an intuitive dashboard. Make more informed decisions based on insightful information.

Add notes and collaborate easily. Agents can add and edit notes directly from the interface allowing for easy collaboration between agents and departments. Information is automatically synchronized with your systems ensuring that all agents are accessing accurate data.